Quantity:

More Buying Choices

39 used & new from �3.50

Have one to sell? Sell yours here

Building Great Customer Experiences (Hardcover)

by Colin Shaw (Author), John Ivens (Author) "Why do Dell Computers have signs around their Round Rock offices near Austin, Texas stating 'Customer Experience - Own It'? ..." (more)

4.4 out of 5 stars See all reviews (13 customer reviews)

RRP:	�25.00
Price:	�17.38 & this item Delivered FREE in the UK with Super Saver Delivery. See details and conditions
You Save:	�7.62 (30%)
	o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o

In stock.
Dispatched from and sold by Amazon.co.uk. Gift-wrap available.

Want guaranteed delivery by Tuesday, November 10? Choose Express delivery at checkout. See Details

15 new from �4.00 20 used from �3.50 4 collectible from �8.95

Other Editions:	RRP:	Our Price:	Other Offers:
Paperback (2nd Revised edition)	�19.99	�13.68	36 used & new from �10.31

Frequently Bought Together

Price For All Three: �61.81

Show availability and shipping details

This item: Building Great Customer Experiences by Colin Shaw
In stock.
Dispatched from and sold by Amazon.co.uk.
This item Delivered FREE in the UK with Super Saver Delivery. See details and conditions
The DNA of Customer Experience: How Emotions Drive Value by Colin Shaw
In stock.
Dispatched from and sold by Amazon.co.uk.
This item Delivered FREE in the UK with Super Saver Delivery. See details and conditions
Revolutionize Your Customer Experience by Colin Shaw
In stock.
Dispatched from and sold by Amazon.co.uk.
This item Delivered FREE in the UK with Super Saver Delivery. See details and conditions

Customers Who Bought This Item Also Bought

The DNA of Customer Experience: How Emotions Drive Value

by Colin Shaw

4.7 out of 5 stars (7) �22.19

Revolutionize Your Customer Experience

by Colin Shaw

4.8 out of 5 stars (6) �22.24

Managing the Customer Experience: Turning Customers into Advocates

by Mr Shaun Smith

4.8 out of 5 stars (4) �14.99

The Customer Experience Management: A Revolutionary Approach to Connecting with Your Customers

by Bernd H. Schmitt

5.0 out of 5 stars (1) �14.94

Experience Economy, The: Work Is Theatre & Every Business a Stage: Work Is Theatre and Every Business a Stage

by B. Joseph Pine Ii

4.2 out of 5 stars (14) �14.38

› Explore similar items

Product details

Hardcover: 240 pages
Publisher: Palgrave Macmillan (13 Sep 2002)
Language English
ISBN-10: 0333990137
ISBN-13: 978-0333990131
Product Dimensions: 23.4 x 16.4 x 2 cm

Average Customer Review: 4.4 out of 5 stars See all reviews (13 customer reviews)

Amazon.co.uk Sales Rank: 182,669 in Books (See Bestsellers in Books)

Would you like to update product info or give feedback on images?

See Complete Table of Contents

Customers Viewing This Page May Be Interested in These Sponsored Links

(What is this?)

Corporate Culture Change opens new browser window

www.Motivaction.co.uk - Programme to Engage People Embed Values and Change Behaviour

Customer Engagement opens new browser window

ConsultGenerator.co.uk/Conversions - Deliver a good customer experience. Get info on our testing & services.

Improve Customer Service opens new browser window

www.cctonline.co.uk/customer_serv - CCT - Over 13 Years of Helping Call Centres Improve Customer Service

Product Description

This volume is about building and delivering great customer experiences. Many companies neglect this, but the physical execution and emotional impact of customer experiences, companies and brands may ultimately determine customer satisfaction and loyalty and commercial success. With the use of examples and cases, the authors show that this is key for all companies and organizations.

From the Author

Interviewing over 20 Senior Business leaders to gain their thoughts for this book was a real pleasure and shows the great work that is already underway to Build Great Customer Experiences. Too many books, in our view, focus on new companies who have started with blank sheets of paper. This is not where most companies find themselves. We have focussed on well established companies and use examples from this enviroment as we believe this is where most people find themselves today. We have strived to make this book engaging, and readable by giving down to earth examples in an effort to make the book live. We hope you have a good read and if you want to discuss any matters arising you can contact us via our web site.

See all Product Description

Inside This Book (Learn More)

First Sentence
Why do Dell Computers have signs around their Round Rock offices near Austin, Texas stating 'Customer Experience - Own It'? Read the first page

Explore More
Concordance

Tags Customers Associate with This Product

(What's this?)

Click on a tag to find related items, discussions, and people.

scott(1)

What Do Customers Ultimately Buy After Viewing This Item?

	78% buy the item featured on this page: Building Great Customer Experiences 4.4 out of 5 stars (13) �17.38
	8% buy The DNA of Customer Experience: How Emotions Drive Value 4.7 out of 5 stars (7) �22.19
	6% buy Five Star Service, One Star Budget: How to Create Magic Moments for Your Customers That Get You Noticed, Remembered and Referred 4.7 out of 5 stars (10) �5.97
	5% buy Managing the Customer Experience: Turning Customers into Advocates 4.8 out of 5 stars (4) �14.99

Explore similar items

Customer Reviews

13 Reviews

5 star:		(10)
4 star:		(1)
3 star:		(0)
2 star:		(1)
1 star:		(1)

Average Customer Review

4.4 out of 5 stars (13 customer reviews)

Share your thoughts with other customers:

Create your own review

Most Helpful Customer Reviews

13 of 15 people found the following review helpful:

5.0 out of 5 stars Aha, this is the answer, 30 Sep 2002

By	I P R Wallis (London) - See all my reviews

This is one of the simplest and most engaging books I've ever read. It contains profound messages that are put over in a simple manner making it very easy to read.

The book is packed with practical advice on how to actually go about exceeding customers' expectations. A must read for everyone in our partnership.

At last this is the answer!

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)

7 of 8 people found the following review helpful:

5.0 out of 5 stars Profits from Customer Loyalty, 4 Nov 2002

By	Brian McIver MBA (London, UK) - See all my reviews

Shaw and Iven's book fills the gap between the What and the How in managing customer loyalty. They demonstrate across a range of industries that turning WHAT into HOW in Customer Experience is possible and profitable. Well written and well researched this is a practical handbook which should change Customer Experience for the better. I recomend this book to any business interested in attracting new customers and retaining them!

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)

7 of 8 people found the following review helpful:

5.0 out of 5 stars Innovation and practicality, 18 Oct 2002

By	Dave Hillman (Leighton Buzzard, Beds United Kingdom) - See all my reviews

Innovative, fresh and most importantly practical - I was particularly impressed with the way the authors have referenced best practice across different industries - and laced in the views of senior business leaders in the UK and the States on the Customer Experience - I shall be purchasing a copy for every single one of my team - and insisting that they read and implement it.

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)

Share your thoughts with other customers: Create your own review

› See all 13 customer reviews...

Most Recent Customer Reviews

2.0 out of 5 stars Bit Off Focus?
If this is supposed to be about the customer experience and how that is critical to corporate success, many of the other companies used as examples of good client experiences are... Read more

Published on 7 May 2007 by C. R. Downing

5.0 out of 5 stars Terrific
Very good and applicable work on building customer experiences. The writing style is relaxed and this makes this a business book that is easy to read. Read more

Published on 17 May 2006 by Mr. J. Buck

1.0 out of 5 stars Weak methodologies and writing
Methodologies are weak and lack sufficent backup. Writing style is overly padded.

Published on 6 Jun 2005

4.0 out of 5 stars Lessons from some good operators
Shaw and Ivens have gathered some good lessons in how leaders in customer experiences have achieved their results, citing Amazon, Lexus, Pret a Manger, First Direct and others. Read more

Published on 8 Jan 2003

5.0 out of 5 stars Leading Edge
I found the authors approach fascinating and fresh. I'm sure that we will soon see a surfeit of books on the whole area of Customer Experience - but I am sure that most of them... Read more

Published on 11 Dec 2002 by MR MARK GILBERT

5.0 out of 5 stars Highly recommended
We just completed reading this facinating book - it's a wonder that there are so many "bland and unmemorable" Custmer experiences, when a common sence approach like this will not... Read more

Published on 28 Nov 2002 by John Sykes

5.0 out of 5 stars Excellent!!
The authors are clearly coming at this from a practical point of view - to me, the techniques they have developed look like common sense. Read more

Published on 19 Nov 2002 by Miss S A Inett

5.0 out of 5 stars Impressive
The name of the authors company is intriguing - "Beyond Philosophy" - rarely do you see this blend of great theory/philosophy that is backed up with the practical means to... Read more

Published on 9 Nov 2002 by MR J S WALLIS

5.0 out of 5 stars Highly Recommended
This is one of the simplest and most engaging books I’ve ever read. I loved the simplicity of Raving Fans – but this goes further. Read more

Published on 9 Nov 2002

5.0 out of 5 stars Build Great Customer Experiences with Shaw and Ivens!
This book couldn't have been published at a better time!

The style is readable, plus the approaches taken are refreshingly down-to earth. Read more

Published on 1 Oct 2002 by Gary Furze

› See all 13 customer reviews...

.jsOffDisplayBlock { display: block; } .jsOffDisplayInline { display: inline; } .jsOffVisibility { visibility: visible; } .jsOnDisplayBlock { display: none; } .jsOnDisplayNoneBlock { display: block; } .jsOnDisplayNoneInline { display: inline; } .jsOnDisplayInline { display: none; } .jsOnVisibility { visibility: hidden; } .jqOnDisplayBlock { display: none; } .jqOnDisplayInline { display: none; } .jqOnVisibility { visibility: hidden; } .jqOnDisplayNoneBlock { display: block; } .jqOnDisplayNoneInline { display: inline; }